HR Services Lead: Employee Experience & Operations

Howden Group Services Limited

New York (NY)

On-site

USD 145,000 - 160,000

Full time

14 days+

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Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan

Flexible Paid Time Off and parental le

Life and Disability insurance

Job summary

Howden is seeking an HR Employee Services (HRES) Lead to direct employee-centered HR services and ensure operational excellence across service delivery. You will lead a team, partner with Payroll, HRIS, Compliance, and Legal to drive performance and scalable processes.

Role focuses on workforce planning, change management, and continuous improvement, with a strong emphasis on data-driven decisions and stakeholder collaboration. Competitive base salary with comprehensive benefits is offered.

Qualifications

Experience leading HR service delivery, knowledge management, workflow optimization, SLA management, and operational reporting.
Strong knowledge of HR operations, employee services, shared services delivery models, employment practices, and compliance requirements.
Demonstrated ability to lead teams, develop talent, drive organizational performance, and manage operational change.
Experience with workforce planning, operational oversight, service delivery metrics, and continuous improvement methodologies.
Strong analytical, problem-solving, and project management skills with the ability to translate data into operational and strategic decisions.
Excellent communication, stakeholder management, and influencing skills with the ability to build strong cross-functional partnerships.
Ability to manage competing priorities and lead effectively in a fast-paced, evolving environment.
Bachelor’s degree in HR, Business Administration, or a related field, or equivalent combination of education and experience.
Minimum of five (5) years of progressive HR operations, shared services, employee services, or customer service experience.
Minimum of three (3) years of leadership experience managing teams and operational performance.

Responsibilities

Lead the delivery of HR Employee Services operations, ensuring timely, and employee-centered support that meets established service, quality, productivity, and performance standards.
Develop, coach, and lead a high-performing team by fostering accountability, collaboration, engagement, continuous learning, and a culture of service excellence.
Drive operational excellence by overseeing service delivery, workload management, operational oversight, and resource prioritization to achieve business and service objectives.
Oversee workforce planning, capacity management, and resource allocation to ensure operational readiness and the ability to meet current and future business demands.
Serve as the escalation point for complex employee matters, providing sound judgment and balancing employee experience, compliance requirements, operational effectiveness, and business priorities.
Partner with the wider HR Operations function to implement SLAs, review documentation quality, knowledge management, and continuous enhancement of service delivery capabilities.
Build strong partnerships with HR, Payroll, HRIS, Compliance, Legal, and business leaders to ensure alignment, resolve operational challenges, and enhance the employee experience.
Lead process optimization, standardization, automation, and technology initiatives that improve efficiency, scalability, data integrity, and organizational effectiveness.
Establish and maintain quality assurance, compliance, risk management, and operational control practices that ensure consistency, operational excellence, and adherence to company policies and regulatory requirements.
Leverage operational metrics/reporting, workforce analytics, and business insights to identify trends, drive informed decision-making, and improve organizational and service performance.
Lead organizational change, support mergers and acquisitions, and transformation initiatives by ensuring operational readiness, effective change management, and sustainable service delivery practices.